Help Desk Technician III (Hybrid)

Job Summary

The Help Desk Technician III plays a critical role within the Information Technology (IT) team at L.A. Care Health Plan, providing advanced technical support for complex incidents and serving as a mentor for Level 2 technicians. The Technician serves as a key liaison between the I.T. Service Desk, business units, and other I.T. teams, collaborating to resolve technical problems efficiently and maintain a high level of user satisfaction.  This position also contributes to the completion of I.T. projects. Acts as a Subject Matter Expert, serves as a resource and mentor for other staff. This position also ensures established monthly performance baselines are completed.

Duties

Manages complex issues escalated from Level 2 Service Desk Technicians, serving as a key liaison between the I.T. Service Desk and internal business units. Collaborates with other I.T. teams to resolve critical incidents, ensuring high-level customer service and quick resolution. (50%)

Takes the lead and/or assists I.T. Management with the completion of department related projects. Applies subject expertise in evaluating business operations and processes. Identifies areas where technical solutions would improve business performance. Consults across business operations, providing mentorship, and contributing specialized knowledge. Ensures that the facts and details are correct so that the project’s/program's deliverable meets the needs of the department, organization and legislation's policies, standards, and best practices. Provides training, recommends process improvements, and mentors junior level staff. (5%)

Conducts audits by analyzing results and recommending and implementing process improvements. Assists with regulatory audits and HIPPA compliance. Accurately audits department-specific processes, analyzes and reports audit findings based on established guidelines (GAP analysis), and makes recommendations to I.T. Management as needed. Conducts entitlement reviews, monitors compliance activities, and provides recommendations for improvements. (5%)

Provides training to new and existing Level 2 technicians, sharing valuable I.T. knowledge and ensuring the team is up to date with the latest tools, technologies, and best practices. (5%)

Collaborates and completes all reporting functions for the I.T. Service Desk, including inventory management of software, hardware, laptops, desktops, monitors, and user data. Develops and maintains an inventory control system and implements strategies to identify and mitigate discrepancies. Collaborates effectively with cross-functional teams and communicate complex technical concepts to non-technical stakeholders. (5%)

Logs into the phone queue to assist with incoming calls in the morning or as needed, ensuring timely support for end users. Assists in responding to user inquiries and technical issues via phone, email, or chat, ensuring professional and timely resolution. (5%)

Writes, reviews, and updates Standard Operating Procedures (SOPs) based on ongoing business changes and evolving processes, ensuring documentation is accurate and aligned with organizational needs and policies. Manages and ensures the successful execution of the On/Offboarding process in alignment with established Standard Operating Procedures (SOPs). (5%)

Duties Continued

Ensures adherence to all I.T. policies, with a particular focus on those related to security, risk management, and data protection, to maintain a secure and compliant environment across the organization. (5%)

Participates in the after-hours on-call rotation, assisting Level 2 technicians with escalated issues and offering guidance as needed to ensure effective resolution. (5%)

Performs other duties as assigned. (10%)

Education Required

Education Preferred

Experience

Required:

At least 2 years of experience in Call Center Help desk, configuring & administering networked computer systems in a Windows environment.

Extensive experience with MS Office 365 Suite, Entra ID, Active Directory, Intune, and laptop/desktop configurations.

Experience with diagnosing and resolving advanced issues related to Active Directory, VPN, and remote desktop functionality.

Experience with ticketing systems (e.g., Jira Service Management).

Experience with on-call support and afterhours troubleshooting.

Skills

Required:
Expertise in troubleshooting Windows 10 and 11, Active Directory, Microsoft Office 365, software imaging solutions, network connectivity issues, hardware diagnostics, remote desktop support, (Information Technology Infrastructure Library (ITIL) best practices, and incident management.

Excellent knowledge of security protocols, endpoint management tools, and user access management, with the ability to resolve complex technical issues and deliver high-quality support in a fast-paced environment.

Excellent track record of delivering excellent customer service, meeting deadlines, and achieving first-time resolution of technical issues.

Excellent initiative and ownership of tasks, with the ability to work independently and effectively troubleshoot complex issues.

Excellent problem-solving skills with the ability to remain composed under pressure, ensuring timely and effective resolutions.

Knowledge in configuring and managing remote LAN access for VPN.

Proven ability to manage and prioritize multiple tasks and incidents in a fast-paced environment.

Ability to log all calls and incidents into Jira Service Management, ensuring accurate tracking and resolution.

Ability to resolve escalated Incidents and Service Requests within the agreed Service Level Agreements (SLAs).

Ability to collaborate effectively with team members, demonstrating strong teamwork and a proactive work ethic.

Excellent customer service skills, ensuring user satisfaction and prompt issue resolution.

Excellent written and verbal communication skills.

Proven ability to work within defined SLAs for incident and service request resolution.

Licenses/Certifications Required

Licenses/Certifications Preferred

Required Training

Physical Requirements

Additional Information

In addition to the main corporate office, L.A. Care supports 14 Community Resource Centers across L.A County.

L.A. Care Health Plan is available 24 hours a day, & 7 days a week, including holidays. Help Desk Shifts are assigned based on business need and may include but not limited to evenings, weekends, and holidays.

Travel to offsite locations for work required.